亚马逊刷单刷好评被封号封店铺的申诉信编写处理解决办法

亚马逊刷单刷好评被封号封店铺的申诉信编写处理解决办法插图

对于卖家来说,亚马逊的产品评论是非常重要的。良好的评论能够提升listing排名和转化率有着至关重要的作用。因此就出现了很多刷单的、刷评论的、刷好评的业务,但是也存在的比较大的风险,容易被封号。这里虾皮路就介绍一下亚马逊刷单刷好评被封号封店铺的申诉信编写处理解决办法。

亚马逊刷单刷好评被封号封店铺的申诉信编写处理解决办法插图(1)

作为亚马逊卖家,大家都清楚评价review对我们的重要性,因此很多卖家有时会兵行险着,用一些手段“美化”自己的产品评论,我们遇到的因为操控评论、测评而受到亚马逊官方小红旗的卖家数量并不在少数。

一般常见的操纵评论行为主要有以下几种:

1.测评服务商的刷单测评被监控到

2.通过国外社交软件联系自己的亲朋好友协助评论、站内邮件联系卖家索评或者是删除差评

3.被买家举报索要好评.

4.包裹内放置好评卡等诱导好评

5.用自己的买家账号给你自己好评或者给竞对留一个差评

以上是几种较常见的,当然还有其他的,我们在撰写申诉信之前,一定要根据亚马逊的官方邮件确认自己的违规原因和类型,对症下药。

如何撰写申诉信?

收到亚马逊的官方邮件之后,我们就要开始着手准备申诉信了。那么一般要按照怎样的思路去撰写呢?

1.开头,诚恳地想亚马逊承认自己的错误:

2.针对邮件里指出的内容,信中要详细说明操纵评价的方法和具体日期,具体协助操纵评论的相关信息,叙述自己发生此次错误的原因,如:为了更好地客户体验而做出了错误的决定、新员工不懂亚马逊规则等。

3.一五一十地.列出亚马逊网站上目前还存在的违规评价、如何操作的、具体时间等;

4.陈述自己的整改方案:检查之前的所有邮件,安排团队重新学习亚马逊政策等

5..结尾再次向亚马逊表达自己诚挚的歉意以及对此事的重视。

我们邮件申诉模板是这样

Dear Seller Performance team,

We are regret to violate the review policy. After we got your notification, we deep dived all our communication Our after-sales department sent after-sale service emails to customers to resolve their question and to apologize for their unhappy experience. After carefully review “Customer Review policy” and “Communication Guidelines”, we clear the role and policy for how to communicate with customer correctly. As a seller on Amazon, it’s prohibited to ask our customers to  remove or update their reviews proactively.

(表达自己很重视,对事情严重性认真对待)

After we hear back from customers, we will issue a full refund or a replacement per customer’s choice to make them happy with our service.

The sample emails is as below:

Dear Drew.

Thank for your response and your willingness to try our product once again.

So we have chosen the expedited shipping to send you a new one, which will arrive on around Dec.8.

Please remember to check your parcel on time.

And we are really sorry for the misleading product description for that there may exist some cultural misunderstandings.

We will recompose the description as soon as possible.

Thanks for your kind suggestion!

Best Regards

After-sale Support Team – Anne

(提供示例邮件,适当说明这样写的目的是为了客户体验,并非为了改好评,当然也要承认自己某些语句有暗示客户修改的嫌疑,一定要承认错误)

We are trying our best to provide the best shopping experience to our buyers.

Here are the plan of action:

1 ) Provide better customer service. If there is a customer negative review of our products, we will actively solve this problem, we will understand the customer’s problem in the first place, then we will apologize to customer, and finally we will replace it without return or refund according to their request.

2) For correcting the mistakes of our after-sales department, we organized a meeting for all employees in our company and make everything on the same page for 1) We will not offer refund or other compensation to a reviewer in exchange for changing or removing customers’ review. 2)We will not ask for reviews only from buyers who had a positive experience or attempt to divert buyers who had a negative experience to a different feedback mechanism. And 3) We will monitor reviews regularly and reach out to customers to resolve product or service issues. However, we will not ask customers to change or remove their review, even after an issue is resolved.

(提供整改方案,不要全抄这个,自己写,分点分段,观点清晰,根据实际情况)

All employees will have mandatory study for  Amazon Community Guidelines to  ensure all of them has a clear understanding of prohibit activities. We believe that investing in a knowledgeable and informed sales team reflects our commitment to quality and service. We also established a special monitor department with 3 employees, the scope of work includes check the email exchange between our service team and buyers/other, email address and content which must be uniformly managed by Monitor Department.  

(进行严格培训之类的话语)

We have acknowledged the violation we made.We guarantee that we won’t make the same mistake again in the future.

Thank you for your consideration.

(再次表达重视,不再发生,让他们给机会)

上面是我们关于亚马逊操控评论申诉的官方邮件模板,大家有兴趣的参考借鉴。

如何避免操控评论封号?

1.避免通过以再次提供折扣或者好评赠送商品的利益诱导卖家好评。

2.不要发邮件去引导卖家删除或者修改已经留下的中差评。

3.如果此前有出现过刷单的卖家尽量避免短期内评论大幅增长的现象出现,合理规划一下自己的刷单时间。

4.在今后的刷单评论的描述要与产品一致,语气等要符合消费者的口吻,不要太过模式化。

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